Complaints Procedure

Terms

The institution:

Katinka Training, Healing and Coaching Practice Passion for Life from Katinka Tchernova, located at Weidemolen 12, 5057 AH in Berkel-Enschot.

The employee:

A person who, upon permission, acts on behalf of Katinka Training, Healing and Coaching Practice Passion for Life from Katinka Chernova, in the broadest sense of the word.

Customer:

Any buyer of a service from Katinka Training, Healing and Coaching Practice Passion for Life from Katinka Chernova, such as a student or client.

Independent third party:

If necessary, binding advice will be given through an independent third party. Katinka Training, Healing and Coaching Practice Passion for Life from Katinka Tchernova has chosen to act as an independent law firm Bredo, Kerkstraat 17, 5056 AA Berkel Enschot

Complaint:

An oral or written expression of dissatisfaction of a customer about the way in which he or she has been treated by the institution. The discontent can relate to any act or omission or to making a decision that has consequences for the customer.

Submitting the complaint:

A complaint can only be submitted by the relevant customer and they will always receive a confirmation of receipt within 1 week.

Confidentiality:

Every employee, the independent third party and the customer is obliged to maintain confidentiality with regard to data with a confidential nature.

The procedure in short

What can you do with your complaint?

Our complaints procedure consists of the following steps:

You submit your complaint orally or in writing to the person who caused the complaint. This person is obliged to report your complaint to the institution.

You will receive a confirmation of the receipt of your complaint within 1 week with a response.
If you cannot find a solution together with the person responsible for the complaint, then step 2 follows.
A mediation meeting takes place between yourself, the person who caused the complaint and one of the directors of the institution.

If you cannot resolve the complaint and the other member of the board, you can file your complaint with the independent third party. The independent third party provides binding advice for both parties. The costs of this independent third party are for the account of the institution.

Katinka Training, Healing and Coaching Practice Passion for Life from Katinka Tchernova will do its very best to complete the entire procedure within 8 weeks.

The simplest solution

Discuss immediately:

The simplest and often the quickest solution is when you speak directly with the person who, in your opinion, has caused your displeasure. Such a conversation can be enlightening and possibly eliminate the cause of your complaint.

Registration complaint:

If a complaint is submitted, the complainant will receive a written confirmation of receipt of the complaint.

A report is made at all times about the content, settlement and completion of the complaint. This report is kept for 2 years